Ask for error message only.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Free template
Password reset screenshot request template
Ask for a safe screenshot of a reset error without exposing private links or codes.
Copy-ready template
Subject: Screenshot details for the reset issue
Hi {{customer_name}},
Thanks for reporting this. To review the reset issue accurately, could you send a screenshot of the error message?
Please hide or crop out private reset links, one-time codes, passwords, email inbox contents, and any other sensitive details. We only need the visible error message and basic device context.
Thanks,
{{store_name}} Support
Use this carefully
Tell the customer to hide private reset links and codes.
Keep the reply calm, non-sensitive, and aligned with your store support process.
Avoid collecting sensitive account data.
Keep the reply calm, non-sensitive, and aligned with your store support process.